Customer Experience Agent

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About Jaja

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple.

Jaja is an innovative UK-based consumer finance business, leading initially with a digital credit card launched in 2018 and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience, freeing customers from needless complexity, wasted time, and frustration—\”Make Simple\”.

We will delight our customers by making the experience simpler, more enjoyable, and more intelligent, treating them fairly and giving them more control of their money.

Why Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

Our collaborative team structure is fueled by an exciting mix of people—welcoming experienced industry professionals and tech-savvy dreamers who pave the way for new stuff. Come as you are and be yourself!

About the Role

You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi-channel contact centre. Our multi-skilled teams are trained to handle customer interactions via telephone, web chat, and email, ensuring we are always available to meet our customers’ needs. By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform.

High levels of customer engagement are required, so you will need excellent communication skills, using various methods to manage interactions throughout every interaction. In accordance with process, you must work to agreed SLAs and work with your Team Manager to make recommendations to improve processes.

Key Accountabilities

• Handling Customer Inquiries: Efficiently manage incoming calls, emails, and live chats to resolve customer inquiries and provide accurate information about our products and services.
• Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
• Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
• Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
• Collaboration: Work with team members and other departments to elevate complex issues and improve service delivery.
• Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
• Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.

Essential Skills And Experience

• Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
• Financial Services Expertise: Solid background in the financial services sector.
• Exceptional Communication Skills: Outstanding verbal and written communication abilities.
• Adaptability: Thrives in fast‑paced, ever‑changing environments.
• Organizational Mastery: Strong organizational and time‑management skills.
• Customer Journey Insight: Comprehensive experience across the entire customer journey.

What\’s in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
• Competitive salary.
• Potential for part‑time working around other/family commitments.
• Pension contributions.
• Bonus potential.
• Private medical cover.
• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• 4× life insurance cover.
• Employee assistance program.

Seniority Level

Entry level.

Employment Type

Full‑time.

Job Function

Other.